USAA ‘s banking business and Publix took the top spots in the 2016 Temkin Forgiveness Ratings.USAA (credit cards), Amazon.com (for retail and computer & tablets), Food Lion, H-E-B, Wawa Food Markets, and Kroger fill out the top spots.

Comcast (for both TV service and Internet service) earned the lowest Temkin Forgiveness Ratings. Other firms on the bottom of the ratings are Charter Communications (TV service and Internet service), Motel 6, Health Net, Time Warner Cable (TV service and Internet service), Cox Communications and Anthem.

Additional highlights of the 2016 Temkin Forgiveness Ratings:

Supermarkets and retailers earned an average rating of “strong,” while Internet service providers and TV service providers earned “very weak” ratings.

USAA‘s banking and credit card businesses earned ratings that are more than 20 points above their industry averages, and five other firms are 15 or more points above their industry averages: Alabama Power Company (utilities), Amazon.com (computers & tablets), Mercedes-Benz (auto dealers), USAA (insurance), and Morgan Stanley Smith Barney (investment).

Con Edison of NY and RadioShack improved by more than 20 points between 2015 and 2016. Seven other firms improved by more than 10 points: 21st Century, Coventry Health Care, Hyatt, Mercedes-Benz, Nationwide, US Airways, and Holiday Inn Express.

GM dropped 20 points from 2015 and eight other companies dropped by more than 15 points: Home Depot, Mazda, Motel 6, American Family, Sun Trust Bank, TriCare, Scottrade, and Medicaid.

Methodology:

The data was collected from an online survey of 10,000 U.S. consumers during January 2015. Quotas were set to mirror the U.S. census data for age, income, gender, ethnicity, and geographic regions of the U.S. population.

The Temkin Forgiveness Ratings are based on asking consumers the following question about companies with whom they’ve interacted during the previous 60 days: “How likely are you to forgive these companies if they deliver a bad experience?” Potential responses range from 1= “Extremely unlikely” to 7= “Extremely likely.” Temkin Forgiveness Rating for a company is calculated by taking the percentages of consumers who respond with a 6 or 7 and subtracting the percentage who responded with 1, 2, or 3.

Like this:

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey.
Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum.
My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers.
I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.